Sofatime Avis 

Tony was brilliant in sorting us out, very enthusiastic and great to work with!

I fully agree with Clare’s earlier post and strongly advise others to avoid this company, particularly given the unacceptable standard of customer care provided by the Belfast office.
Our first purchase was fundamentally misrepresented. The mattress was advertised in store as having a medium rating, yet the manufacturer later confirmed their own rating is medium firm. At no point in store was it stated that the rating displayed was the retailer’s own system rather than the manufacturer’s official classification. Despite this and the fact the product was also causing me pain, the company refused to issue a full refund.

Dealing with the head office manager has been equally troubling. They repeatedly talk over you, fail to listen, rely on the same scripted responses, and, in my view, use clear scare tactics to pressure customers into accepting exchanges rather than addressing legitimate concerns.

The second product we were forced to exchange too is also not fit for purpose, despite us clearly outlining our requirements at the time of purchase. This replacement item has now caused me further pain, and physical injury. Yet again, a full refund was refused, even though there is no suitable alternative available that meets the purpose we clearly communicated that we can exchange too. As a result, we will have to begin the process of pursuing legal action through the small claims court. We are fortunate to have guidance from someone highly experienced in consumer rights and court procedures.

The managing director should be deeply concerned by the way customers are being treated. The customer care team would do well to remember that without customers, there would be no business and no jobs.

It was also extremely concerning to hear the head office manager admit they have spent “a lot of time in court over the years.” Based on the numerous negative reviews from other customers, this is hardly a surprise. Even more troubling was the manager’s attempt to deter us from pursuing the small claims route by claiming a judge “would not look at it” due to the time elapsed since the first purchase — an assertion that directly contradicts the advice we received from Trading Standards and others. This in my view appeared to be yet another attempt at intimidation. These tactics will not succeed; the facts are clear.

My advice is simple: avoid this company entirely.
For anyone already experiencing genuine issues with a purchase, be prepared for repetitive stock responses, difficulty getting through on the phone, and attempts to dismiss your concerns. Do not allow them to intimidate you. If necessary, pursue your rights through the small claims court — it appears to be the only mechanism that holds this company accountable and ensures customers are treated fairly.

REPLY TO DREAMS CUSTOMER CARE COMMENT BELOW: Thank you for replying, but it’s disappointing and frankly absurd — to receive a standard “please send us your details” message when your customer care manager has already confirmed to us, both by phone on Monday and again in writing, that no refund will be given and a deadlock letter has already been issued.
Your team has every detail, every piece of evidence, and has already closed the case and our formal complaint from your side. Posting a generic public response as if nothing has been discussed doesn’t reflect the reality of how this has been handled.
As there is no suitable alternative product and the issues remain unresolved, we will now be proceeding through the small claims process.

Had a great experience in sofa time 🥰thanks to Jonny and Lizzie for being so helpful, settee is gorgeous ❤️😊

Lizzie was great. Very friendly and seamless ordering experience

We came in for a wee look, but with the help we got from Kerry we found our perfect sofa! Can’t wait for it to arrive in 2 months, 10/10 would recommend! Thank you Kerry for all your help

Very accommodating and great service from the full team at Omagh, highly recommended!

Kerry was exceptionally helpful and attentive.
Informed us on all aspects of sofa we were interested in purchasing.

Recieved great customer service from Aaron at the Crescent link store.We had an idea of what we wanted but once we recieved info on promotion from Aaron we returned next day to buy our sofas.
Very pleasant fella to deal with and answered all my questions.

Melissa’s customer service was exceptional so mannerly and polite she made shopping for a sofa a lovely experience and I ended up buying a beautiful sofa from her thank you Melissa I appreciate your service and knowledge there should be more people like her working in sales ☺️

Mel from dreams in Coleraine was extremely warm, friendly and so helpful. Nothing was a bother and she went the extra mile in everything. As well she gave us the best price. Amazing experience

We were just looking at it today, but Joe told us about the promotion, so we went back to the store and decided to buy a new lounge set. Joe was very helpful and friendly, providing all the information we needed, and we felt like we were talking to a good friend. Highly recommended.

Looking for a sofa, Melissa made the choice very easy, in stock and quick delivery. I left with the sofa of my dreams

Really great service from Joe in the Newtownabbey store, new sofa purchased and kids delighted with a new balloon and hot chocolate.

Tanya was brilliant and very friendly

Excellent customer service. Very friendly and informative

Kerry was fantastic today, so friendly and helpful.

I was served by Tony in Dreams Coleraine, and couldn't have been happier with the service. As a sales advisor he wasn't pushy and allowed me time and space to look around, in the knowledge that he was available if I needed help. He was polite and courteous and knew about the products on offer.

Avoid this company, well more the extremely poor customer service department. Staff in Bangor showroom are very good but unfortunately the customer service care is absolutely appalling. Where do I start..... well we purchased outright a sofa, this arrived last year and was faulty from the start. We should've taken a refund at that point but decided perhaps we would give them another go and try a completely different sofa. Well next this brand new sofa arrived 6 months later and again this went faulty after a very short time. After several failed attempts to repair it, the engineer wrote his report to the customer service department stating a new sofa would be required. So again we waited on another replacement sofa, this now being the third one... well surprise, surprise this went faulty after a short period of time. This time having had 3 faulty sofas we asked for a full refund. Oh no we were told, you wont be getting a full refund as you have had use of 3 faulty sofas. We were offered yet again another sofa with the purchase price plus a credit of £750 or a replacement sofa or a partial refund with a loss of £985..... Now why anyone would risk a 4th sofa, considering 3 were all faulty. Customer service would not negotiate and basically said take it or leave it. Absolutely appalling the girl was who was dealing with this problem. Maybe the customer care team should take lessons from the shop staff in Bangor on how to actually deal with customers. Word of mouth goes a long way. Buy at your peril!

Interesting reply , strange how we gave you ample opportunities to come to a satisfactory resolution but yet you refused at every request. Make it public and you reply with that. Ridiculous customer service.

kerry was amazing and very helpful

Tanya was incredibly helpful and informative with such an important purchase. Made us feel very comfortable as soon as we stepped into the store.